If an Agent stays quiet or stops partway, check four things in order: credits, whether the Agent is in the Room and was asked, whether it is still working, and which message Kylon shows. Then check what it already did before you ask again, so nothing is done twice.
Before you start
- Any member of the Room can check these. Only a workspace admin can add credits.
- Have the thread open where you asked.
Steps
- Look for a credits notice. If a notice above the message box says "Platform-hosted agent replies are paused until workspace credits are available.", the Workspace is out of credits. Agents on your own computer do not need Kylon credits.
- Check the Agent is in the Room. If you see "{Agent} isn't in this room, so this message didn't reach it.", the Agent was never in the Room. Only people with access to an Agent can add it. Select Ask for access to {Agent} if you do not have access. Then mention the Agent again. See Mention an Agent.
- Check you asked it. By default, a Room routes each message to the best Agent available, usually the Room's main Agent. Other Agents respond when you mention them with @. If the Room has Mentioned only turned on, every Agent replies only when mentioned directly. If you wrote to the wrong Agent or did not mention it, mention the Agent you want.
- Check whether it is still working. A long task can take time. Signs that it is running: the status reads Working, Thinking or Queued, or the thread card says "{Agent} is working in the thread". Wait a little. To end the run, select Stop on the running Agent's turn.
- Read the message Kylon posted. Match it with the table below.
- Check what it already did. Under the Agent's reply, expand Worked for ... or Execution process to see the steps. Also check the tool itself, for example the inbox, the calendar or the App's records.
- Ask again without repeating. Reply in the same thread. Say what is already done and ask the Agent to continue from there, and to check before it sends, posts, pays or deletes anything again.
Messages Kylon can show
| Message | What it means | What to do |
|---|---|---|
| "{Agent} timed out after {duration} without activity." | The Agent stopped reporting progress. | Check the steps done, then ask it to continue. |
| "{Agent} stopped: its "{tool}" tool ran for {duration} without reporting progress." | One tool call hung. | Check that tool's result outside Kylon, then ask the Agent to continue without that step or retry it. |
| "{Agent} finished without a reply." | The run ended with nothing posted. | Ask for the result again. See Fix an incomplete Agent result. |
| "{Agent} couldn't complete this request." (it may add a detail) | The run failed. | Read the detail, check the steps done, then ask again with the fix. |
| "{Agent} was interrupted." | The run was cut off. | Check what it finished, then ask it to continue. |
| "{Agent} timed out." | The request did not complete in time. | Wait a moment, then ask again. |
| "The request for {Agent} could not be prepared and was cancelled. Please try again." | Nothing ran. | Send the request again. |
| "{Agent} is offline." | An Agent on your own computer is not connected. | Make sure its computer is on, online and awake. Select Retry request if it appears. A request is queued and runs when the computer reconnects, so do not send it twice. |
| "{Agent} can't start because {provider} credits are exhausted." | The provider account behind an Agent on your computer is out of usage, not Kylon credits. | Add credits to that provider account, or wait for its usage to reset. |
If an Automation did not run
- "Automation "{name}" run failed": select View run, read the reason, then check what the run already did before you use Run now.
- "Automation "{name}" was disabled after {count} consecutive failed runs": fix the cause, then resume it from the Automation's menu. See Pause or resume an Automation.
- Paused by credit protection: the Automation reached its own credit budget. Open its menu and choose Resume or Credit protection.
If it still does not respond
Email support with the Workspace name, the Room, the time, the Agent's name and the message Kylon showed. See Contact support. To report a bug, see Report a product problem.
Related
- Fix an incomplete Agent result: When a reply arrives but is unfinished.
- Contact support: How to reach us.